Technical Product Support Representative

TEKsystems•Menomonee Falls, WI

8d•$23 - $23•Hybrid

About The Position

Create a positive customer experience by providing technical troubleshooting, product selection, and warranty repair/replacement.; Contribute to the call center to ensure customer commitments are met promptly.; Provide technical support for consumer product lines.; Drive positive consumer experience through technical support via phone and email.; Answer product questions including features, benefits, installation, and interaction with other products.; Execute call center documentation and processing.; Resolve customer questions, provide remote troubleshooting, and respond to emails and voicemails.; Assist in the development of FAQs and troubleshooting guides.; Review product training presentations.; Organize and document processes and procedures.; Assist in reviewing manuals, technical bulletins, and technical marketing artwork to ensure positive customer experience and accuracy.; Troubleshoot and diagnose using schematics, wiring diagrams, and assorted tools.; Ensure timely processing and electronic capture of consumer and case information.; Assist consumers through product replacement or repair programs. • Drive positive consumer experience through technical support via phone & email • Answer product questions including features, benefits, installation, appropriate sizing of products, interaction with other products within the applications, etc. • Execute call center documentation and processing • Resolve customer questions, provide remote troubleshooting, responding to emails & voicemails. • Assist in Development of FAQs and troubleshooting guides • Review product training presentations • Organize and document proven processes and procedures. • Assist in reviewing manuals, technical bulletins, and technical marketing artwork to ensure positive customer experience and accuracy. • Troubleshoot and diagnose using schematics, wiring diagrams, and assorted tools. • Ensure timely processing and electronic capture of consumer & case information into Navico Group systems • Assist consumers thru product replacement or repair programs

Requirements

1 year of experience in Marine Electronics, Boating Accessory installations, or RV electrical installations desired (Electrical products, RV’s, Boats, or have Technical experience with AC and DC electrical) boating/marina, RV, Camping, ATV, outdoor sporting machines or industrial industry
Practical computer application literacy (including Microsoft Office Suite, ERP System, and ability to learn internal systems)
Practical experience and knowledge of AC and DC marine and RV electrical (wiring, wire termination, basic circuit analyze, use of DVM)
Proven troubleshooting skills and experience/ability to work through conflict and use effective problem solving techniques.
Problem solving and analysis; interpersonal relations; verbal and written communications; organization
Proven ability to read and interpret documents such as safety rules, schematics, operation and maintenance manuals in English
Team player with good organizational skill and time management.
Excellent presentation skills (writing, speaking & telephone)
Excellent organizational, oral, and written communication skills to effectively communicate with the team and customers
A positive, can-do attitude
Teamwork and collaboration-oriented
Professional poise and presence
Determination and bias for action
Personal accountability/ownership mentality
Good judgment, respect for others, and integrity
Strong ability to work with different types of people

Nice To Haves

ABYC, NMEA, or MEI certification a plus
Prior experience in consumer technical support highly recommended
FCC License is a plus

Responsibilities

Create a positive customer experience by providing technical troubleshooting, product selection, and warranty repair/replacement
Contribute to the call center to ensure customer commitments are met promptly
Provide technical support for consumer product lines
Drive positive consumer experience through technical support via phone and email
Answer product questions including features, benefits, installation, and interaction with other products
Execute call center documentation and processing
Resolve customer questions, provide remote troubleshooting, and respond to emails and voicemails
Assist in the development of FAQs and troubleshooting guides
Review product training presentations
Organize and document processes and procedures
Assist in reviewing manuals, technical bulletins, and technical marketing artwork to ensure positive customer experience and accuracy
Troubleshoot and diagnose using schematics, wiring diagrams, and assorted tools
Ensure timely processing and electronic capture of consumer and case information
Assist consumers through product replacement or repair programs